Chat Support Executive

Job Description: Chat Process Executive

Job Title: Chat Process Executive
Location: West Punjabi Bagh
Experience: Minimum 1 year
Joining: Immediate
Work Mode: Day Shift – Work from Office | Night Shift – Work from Home

About Us

NWAC USA Regional Office (NWAC) is the regional office representing NWAC and is engaged in supporting schools and educational institutions in their pursuit of quality education and academic excellence. The organization works towards promoting global educational standards, quality improvement, and professional development within the education sector.

Role Summary

We are looking for a motivated and customer-focused Chat Process Executive with a minimum of 1 year of experience in live chat support, customer service, or BPO chat processes.

The selected candidate will be responsible for handling real-time customer interactions through chat, resolving queries efficiently, maintaining high-quality written communication, and achieving defined productivity, quality, and service-level targets.

Immediate joiners are preferred.

Shift Details

We operate in two shifts:

• Day Shift: 8 hours – Work from Office – West Punjabi Bagh
• Night Shift: 8 hours – Work from Home
• Shift timings will be communicated during the recruitment process.
• Candidates should be comfortable working in rotational/assigned shifts as required.

Key Responsibilities

• Provide accurate, professional, empathetic, and timely responses while following defined scripts, processes, and company policies.
• Understand customer concerns and provide appropriate resolutions within the defined SLA.
• Troubleshoot basic product/service-related issues and escalate complex cases to the relevant teams.
• Maintain high response and resolution rates while meeting SLA and quality benchmarks.
• Accurately document customer interactions and update CRM/ticketing systems with clear and relevant notes.
• Meet daily/hourly productivity, response-time, quality, and resolution targets.
• Handle basic order processing, refunds, account updates, and other customer requests when required.
• Participate in training programs, quality feedback sessions, and process-improvement initiatives.
• Maintain a positive and professional customer experience across all interactions.

Qualifications & Skills

• Minimum 1 year of experience in chat support, customer service, BPO chat processes, or a similar role.
• Typing speed of 40 WPM with good accuracy.
• Strong written and verbal communication skills in English.
• Additional language proficiency will be an advantage.
• Ability to type quickly and accurately while handling multiple conversations/tasks.
• Familiarity with live chat platforms, CRM systems, and basic ticketing workflows.
• Good problem-solving and decision-making skills.
• Ability to remain calm, patient, and professional under pressure.
• Basic computer proficiency, including MS Office and web navigation.
• Ability to work independently as well as effectively within a team.
• Comfortable working in assigned shifts, including the night shift.
• Immediate joining is preferred.

Desired Attributes

• Customer-focused and service-oriented approach.
• Friendly, patient, and professional communication style.
• Quick learner with the ability to adapt to changing processes.
• Strong attention to detail.
• Good time-management and multitasking skills.
• Reliable, disciplined, and comfortable working independently during WFH shifts.
• Positive attitude and strong team-player mindset.

Compensation & Benefits

• Salary: Best in Industry
• Work-from-home opportunity for the Night Shift
• Office-based work environment for the Day Shift
• Training and process support
• Opportunities for learning and career growth

If you are confident in your communication skills, enjoy interacting with customers, and are comfortable working in shifts, we would love to hear from you.

Pay: ₹25,000.00 - ₹40,000.00 per month

Benefits:

• Paid sick time
• Paid time off

Ability to commute/relocate:

• Punjabi Bagh, Delhi, Delhi: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Secondary(10th Pass) (Preferred)

Language:

• English (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: In person